Customer Care Associate

The Customer Care Associate serves as the primary point of contact for customers, providing responsive support across multiple service channels. This role resolves inquiries, processes requests, and helps deliver a positive customer experience in a fast-paced, performance-based environment.

Essential Duties & Responsibilities

• Respond promptly to customer inquiries across phone, email, live chat, messaging, and other support channels.
• Provide accurate information regarding products, services, orders, policies, and support needs.
• Resolve customer concerns with a focus on responsiveness, accuracy, and service quality.
• Document requests, actions taken, and resolutions in CRM and customer support systems.
• Navigate multiple systems efficiently while managing customer communications.
• Escalate complex issues appropriately and collaborate with internal teams to support timely resolution.
• Maintain current knowledge of company products, processes, system updates, and support procedures.
• Meet or exceed established service standards and department goals.

Required Qualifications

Education

• High School Diploma or GED required.
• Associate degree or higher preferred, or an equivalent combination of education and relevant professional experience.

Experience

• Minimum of two (2) years of experience in a customer service, contact center, or call center environment.
• Experience handling high-volume inbound and outbound customer inquiries preferred.
• Demonstrated success resolving customer concerns while maintaining customer satisfaction.

Technical Skills

• Typing proficiency of 60+ words per minute (WPM).
• Proficiency in Microsoft Office Suite, including Outlook, Word, Excel, and Teams.
• Experience using CRM and customer support/help desk platforms.
• Strong data entry, documentation, and computer navigation skills.

Core Competencies

Customer Focus & Communication

• Delivers responsive, customer-focused service across support channels.
• Communicates clearly, listens actively, and adapts messaging to customer needs.
• Builds rapport while maintaining a calm and professional approach.

Problem Solving & Resolution

• Assesses customer concerns, identifies practical solutions, and knows when to escalate complex issues.
• Uses sound judgment, resourcefulness, and independent decision-making to support timely resolution.
• De-escalates difficult conversations with patience, empathy, and emotional intelligence.

Accuracy, Organization & Productivity

• Manages multiple systems and priorities in a fast-paced environment.
• Maintains accurate records while balancing productivity and service quality.
• Uses strong time-management and organizational skills to support consistent performance.

Adaptability & Team Collaboration

• Adapts quickly to changing priorities, technologies, procedures, and customer needs.
• Collaborates effectively with team members and internal partners.
• Supports a positive, solution-oriented team environment.

Performance Expectations

This position operates within a performance-based customer service environment. Employees are expected to consistently meet or exceed established departmental metrics, including:

• Customer Satisfaction (CSAT)
• First Contact Resolution (FCR)
• Quality Assurance (QA) standards
• Productivity goals
• Attendance and reliability standards

Physical Requirements

• Ability to remain seated at a workstation for extended periods.
• Continuous use of a computer, keyboard, monitor, and headset throughout the workday.
• Ability to communicate effectively via telephone and digital communication platforms.
• Ability to perform repetitive hand and finger movements associated with computer use.

Preferred Qualifications

• Experience in eCommerce, retail, product support, or order management environments.
• Experience handling escalated customer concerns and complex service issues.
• Knowledge of horticulture, gardening, lawn and garden products, nursery operations, greenhouse practices, or plant care.
• Familiarity with plant health concerns, growing conditions, and basic plant troubleshooting.
• Bilingual communication skills are a plus.

Work Environment

This position is primarily performed in an office environment and requires regular customer support through telephone and digital channels.